Remote Subscription Retention Specialist

About the role

Geeks on Site provides nationwide computer repair and technology support for homes and businesses, delivered remotely and on-site. As a Subscription Retention Specialist you will strengthen customer relationships by delivering excellent service and finding solutions that improve retention. You will help members with account maintenance, payment updates, collections and subscription inquiries in a fast-paced remote setting.

Key responsibilities

• Build customer loyalty by identifying their needs and providing effective solutions.
• Handle account maintenance, payment updates, collections and cancellation requests.
• Follow up with customers to keep accounts active and in good standing.
• Document customer interactions accurately in the CRM platform.
• Meet individual and team performance goals, including customer experience and retention metrics.
• Work with teammates to continuously improve the customer experience.

Required profile

• Advanced English (B2+).
• At least one year of experience in customer retention, collections, sales or a call center.
• Experience in B2B, B2C, subscription services or technology is a plus.
• Strong communication, negotiation and objection-handling skills, able to build rapport and resolve concerns.
• Self-motivated, dependable and organized, able to work with several applications at once.

Required skills

• Personal Windows 10/11 computer with an Intel Core i3/i5 or AMD Ryzen 3/5 processor.
• Reliable high-speed wired internet connection.
• USB headset with a noise-cancelling microphone.
• Quiet, distraction-free workspace.

What we offer

• Monthly compensation starting at $800, depending on experience, paid through Deel.
• Uncapped commission opportunities and a performance-based bonus.
• Independent contractor position, fully remote, Monday to Saturday, 8-hour shifts between 7am and 7pm Eastern Time, Sundays off.
• 15 days of paid time off.

Hiring involves an initial interview with the recruiting team and a second interview with the hiring manager that includes role-play scenarios on customer interactions and objection handling.